Customer Success Operations Manager
New
Remote - NationwideFull-TimeManager
Salary not disclosed
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Job Details
- Experience
- 7+ years
- Required Skills
- Project ManagementData AnalysisSalesforceSaaS
Requirements
- 7+ years of experience in Customer Success Operations or a related field within a SaaS or technical environment.
- Proven track record of building and optimizing scalable CS processes and playbooks.
- Strong data analysis skills with the ability to translate metrics and insights into actionable strategies.
- Hands-on experience with Salesforce and other CS platforms including Help Scout, Gainsight, or ChurnZero.
- Excellent organizational and project management skills.
- Strong verbal and written communication skills with the ability to influence cross-functional stakeholders.
- Bachelor's degree or equivalent experience.
Responsibilities
- Design and implement standardized processes and workflows across Customer Success and Professional Services.
- Build and maintain customer playbooks, templates, and best practices.
- Track and analyze key performance metrics including customer health scores, retention rates, NPS, and time-to-value.
- Build and maintain dashboards and reports for leadership.
- Own the CS technology stack including Salesforce and other customer success platforms.
- Lead the rollout of new tools and integrations in partnership with IT and Product teams.
- Ensure full team adoption through training and ongoing enablement.
- Support workforce planning initiatives including capacity modeling and resource allocation.
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